Telecom firms play a critical role in connecting people: 85% of the US population use smartphones today, and the ...
Many organizations still view customer service as a cost of doing business. As a result, they focus mostly on improving ...
The pandemic has shown us the dangers of putting efficiency above all else. Systems and processes, at organizations ...
The move to digital has dominated the conversation about commercial banking in recent years. That conversation is far ...
Everything has changed with the pandemic. Now is the moment for bank marketers to evolve, meeting new expectations and ...
In my previous post, I started the conversation about the Business of Experience (BX). I encouraged Canadian banks to ...
Disclaimer: ChatGPT did not write our post, but we did ask it for title suggestions and picked our favorite one. Thanks, generative AI! We’re at an inflection point. Every day, we see how artificial i...
The pace of change is not slowing down. Customers’ expectations have radically changed, and they expect much more from their banking products and services than ever before. To maintain relevance, bank...
One year after ChatGPT’s public launch, generative AI is probably still the hottest topic in the world of business—and with good reason. Research suggests gen AI could add almost $7 trillion to global...
We’re a little over halfway through 2023, but it feels like we’ve already seen more than a year’s worth of major banking news since January. With all due respect to the impact of generative AI—which w...
How loyal are your customers? And do they feel truly rewarded for their ongoing relationship with your bank? According to recent Accenture research, banking customers view loyalty as a two-way street:...
Generative AI: what’s in it for me? Everyone, including auto and equipment finance providers, wants to know. The way I see it, it’s a technology that will have far-reaching impacts on the lending and ...
The years-long ISO 20022 journey has achieved a major milestone this year: it is now being used for cross-border payments. The new standard successfully launched globally in March 2023 with SWIFT CBPR...
PSD2 helped drive electronic payment and data-sharing volumes while enhancing security. So why is the EU proposing to enhance it with the new Payment Services Directive 3 (PSD3) and Payment Services ...
Banks and other incumbent payment players face an intriguing paradox right now. They must innovate to stay relevant, but their discretionary budgets for innovation are limited. They must find a way to...
Technical debt is a well-known issue in the software world, but it is becoming increasingly top of mind for banks—particularly banks undertaking a cloud transformation. Deciding what to do about tech ...
